Our Opportunity:
Chewy is seeking a Manager of Workforce Analytics to join our award-winning customer service department. The ideal candidate will be a natural people leader who excels at building engaging teams and improving operational efficiency through outstanding Workforce Management (WFM). This dynamic, goal-oriented individual will inspire and challenge other leaders in the organization while maintaining a customer and employee-first attitude.
What You’ll Do:
- Develop, lead, and mentor teams to deliver outstanding experience for both customers and teammates.
- Coordinate daily real-time WFM activities and respond to events such as SLA incidents, technical outages, application failures, and safety-related facility closures, raising issues to the appropriate internal and external teams as necessary.
- Supervise performance analysis of supported channels to reconcile service levels against expectations, implementing corrective measures to prevent non-SLA performance or high occupancy periods.
- Conduct audits, root-cause analysis, and build scorecards and feedback mechanisms to minimize defects in Time Operations, Command Center, and Agent Profile Management.
- Drive continuous improvement initiatives to optimize WFM processes, agent administration, and operational engagement efforts.
- Build collaborative relationships and cultivate trust with WFM, Operations, HR, Training, and Leadership teams.
- Serve as a resource and backup for the command center, payroll operations, and agent profile management roles as needed.
- Support additional WFM assignments as advised.
- Act as an ambassador for the spirit and intent of Chewy's Operating Principles.
What You’ll Need:
- 3+ years of workforce management experience, including at least 2 years in a supervisory or leadership role.
- Strong experience with WFM or payroll/HR platforms (e.g., Kronos, NICE, or similar).
- Expert understanding of contact center workload management, staffing, and scheduling.
- Confidence in making decisions in ambiguous situations without specific mentorship.
- Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the Customer Care organization, from agents to senior leadership.
- Proficiency in Microsoft Office Suite.
- Validated analytical and problem-solving abilities, with keen attention to detail and accuracy.
- Flexibility to work on a schedule that supports a 24x7 contact center.
- (Internal) Must meet performance and quality metrics goals for the past 30 days.
- (Internal) No corrective actions in the last 90 days.
- Travel may be required.
Bonus:
- Experience in data management using including data manipulation, report creation, visualizations, and presentations. (e.g., Excel, Smartsheet, Tableau, macros, and pivot tables/charts)
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: Chewy Privacy Policy.
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
Top Skills
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
